What happens when you file an auto claim
When you file an auto insurance claim, you're telling your insurance company that you've had an accident, collision, theft, or other covered loss involving your vehicle. The insurer then assigns an adjuster to investigate what happened, determine who was at fault (if applicable), and decide how much they will pay toward repairs or replacement.
The process typically takes anywhere from a few days to several weeks, depending on the complexity of the accident and whether other parties are involved. Your insurer will want photos of the damage, a police report if one was filed, statements from you and any witnesses, and repair estimates from body shops.
You'll need to decide whether to use your insurer's preferred repair shop, go to an independent shop, or get multiple estimates. Some policies require you to get approval before repairs begin; others let you choose. Your deductible—the amount you pay out of pocket—applies to most claims, though some coverages like uninsured motorist protection may have different rules depending on your state.
Key Takeaways
- Contact your insurance company as soon as possible after an accident, ideally within 24 to 48 hours, and have your policy number and driver's license ready.
- Gather photos of vehicle damage, the accident scene, other vehicles involved, and the other driver's insurance information before the scene is cleared.
- A police report is not always required but creates an official record that can help your claim, especially if the other driver disputes fault.
- Your deductible is what you pay toward repairs; the insurer covers the rest up to your policy limits, though some claims may not require you to pay a deductible.
- The adjuster assigned to your claim will inspect the damage, review estimates, and determine the payout amount, which usually takes one to three weeks.
Steps to take when ready after an accident
First, make sure everyone is safe. If anyone is injured, call 911. If the accident is minor and no one is hurt, move vehicles out of traffic if it's safe to do so, turn on hazard lights, and turn off engines.
Exchange information with the other driver: full name, phone number, address, driver's license number, vehicle make and model, license plate, and insurance company name and policy number. If there are passengers or witnesses, get their names and phone numbers too. Do not admit fault or apologize for the accident—stick to the facts of what happened.
Take photos and video of the accident scene from multiple angles: the damage to all vehicles, the road conditions, traffic signs, skid marks, and the overall scene. Photos taken at the moment are much stronger evidence than descriptions later. If you have a smartphone, use it. If you're injured or unable to take photos, ask a witness or the other driver to do it.
Call the police non-emergency line if the accident involves injury, significant property damage, or a hit-and-run. In most states, you're required to report accidents above a certain damage threshold—usually $500 to $1,500—to the police or your state's highway patrol. Get the police report number before you leave the scene.
Contacting your insurance company
Call your insurer's claims line as soon as you can, ideally within 24 to 48 hours. Have your policy number, driver's license, and the other driver's insurance information ready. Many insurers have a 24/7 claims hotline; the number is usually on the back of your insurance card.
Tell the representative what happened, when it happened, where it happened, and whether anyone was injured. Be factual and stick to what you know. You don't need to have all the details perfect—the adjuster will gather more information later. If you're injured or too shaken to call, a family member or friend can call on your behalf, though the insurer may still need to speak with you directly.
Ask the representative for the name and contact information of the adjuster who will be assigned to your claim, the claim number, and the expected timeline. Some insurers will authorize a rental car when ready if your vehicle is undrivable; others require you to request it. Ask about this during the initial call.
What the adjuster will do
The adjuster is the person responsible for investigating your claim and deciding the payout amount. They will contact you to schedule an inspection of your vehicle, usually within a few days of your claim being filed. The inspection can happen at a body shop, a repair facility, or sometimes at your home if the vehicle is not drivable.
During the inspection, the adjuster will photograph the damage, measure it, and compare it to repair estimates. They may also review the police report, speak with witnesses, and look at medical records if anyone was injured. If the other driver's insurer is involved, both adjusters may coordinate to determine fault.
After the inspection, the adjuster will obtain repair estimates from body shops. You can request that they use a specific shop, but the insurer may use their own preferred vendors. If you disagree with the estimate, you can get a second opinion from another shop and submit it to the adjuster for review.
Repair options and deductibles
Your insurance policy lists which repair shops you can use. Some policies require you to use the insurer's network; others let you choose any certified shop. If you use a shop outside the network, the insurer may still cover the repair but might pay less if the estimate is higher than what their preferred shop would charge.
Your deductible is the amount you pay toward the repair cost. If the repair estimate is $4,000 and your deductible is $500, you pay $500 and the insurer pays $3,500. If the repair estimate is $300 and your deductible is $500, you typically pay the full $300 (the deductible does not explore if the damage is less than the deductible amount, though this varies by state and policy).
In some situations, you may not have to pay a deductible. If the other driver was clearly at fault and their insurer accepts liability, their insurer may waive your deductible. If you have uninsured motorist coverage and the other driver has no insurance, your deductible may be lower or waived depending on your policy. Ask your adjuster whether your deductible applies to your specific claim.
Timeline and what to expect
Most auto claims move through these stages: initial report (same day), adjuster assignment (1 to 2 days), inspection (3 to 7 days), estimate review (3 to 5 days), and approval and payment (1 to 2 weeks). Complex claims involving multiple vehicles, injuries, or disputed fault can take longer.
Once the adjuster approves the repair estimate, the insurer will either pay the body shop directly or issue you a check. If the insurer pays the shop directly, you'll typically only pay your deductible when you pick up the vehicle. If they pay you, you'll receive a check that you can give to the shop, and you'll pay your deductible separately.
If repairs uncover additional damage once the vehicle is taken apart, the adjuster may need to approve extra work. This can add a few days to the timeline. Stay in contact with the body shop so you know when repairs will be complete.
Disagreements with the adjuster's decision
If you disagree with the adjuster's estimate or payout amount, you have options. First, get a second estimate from another certified body shop and submit it to your adjuster. If the second estimate is significantly higher, the adjuster may revise their offer.
If you still disagree, you can request that your insurer send an independent appraiser to review both estimates. This is called an appraisal and usually costs nothing if you request it through your insurer. The appraiser will examine the vehicle and the estimates and provide a binding decision on the repair cost.
If you believe the insurer wrongly denied your claim or is not honoring your policy, you can file a complaint with your state's insurance commissioner or department of insurance. Each state has a process for handling consumer complaints against insurers, and these offices can investigate whether the insurer violated state law.
Rental car coverage and other benefits
If your policy includes rental reimbursement coverage, your insurer will cover the cost of a rental car while yours is being repaired. The daily limit varies by policy—typically $30 to $75 per day—and there's usually a maximum total amount, such as $900 or $1,500. Some policies cover the rental from the day you file the claim; others start coverage only after the adjuster approves the repair estimate.
You'll need to arrange the rental yourself, usually through a rental company that your insurer has partnered with. When you rent, tell the company you're using insurance coverage and provide your claim number. The rental company will bill your insurer directly, and you'll only pay your deductible (if it applies to rental coverage) or nothing at all, depending on your policy.
Some insurers also cover towing and labor if your vehicle breaks down as a result of the accident. If your car is not drivable, ask your adjuster whether towing to a repair shop is covered under your policy.
Frequently Asked Questions
Do I have to report the accident to the police?
Not always, but you should if anyone is injured, if damage exceeds your state's threshold (usually $500 to $1,500), or if the other driver left the scene. A police report creates an official record and can help your claim if the other driver later disputes what happened. Even if it's not required, getting a report is usually a good idea.
What if the other driver doesn't have insurance?
If you have uninsured motorist property damage coverage, your insurer will cover the repair cost, though you'll pay your deductible. If you don't have this coverage, you may have to pay for repairs yourself or pursue the other driver in small claims court. This is why uninsured motorist coverage is required or strongly recommended in most states.
Can I choose my own repair shop?
It depends on your policy. Some policies require you to use the insurer's preferred shops; others let you choose any certified shop. If you use an out-of-network shop, the insurer may still cover the repair but might pay based on their estimate rather than the shop's estimate if there's a difference. Ask your adjuster about your options.
How long does it take to get paid?
Once the adjuster approves the repair estimate, payment usually happens within one to two weeks. If the insurer pays the shop directly, you'll get your vehicle back once repairs are done and you pay your deductible. If they pay you, you'll receive a check that you can give to the shop.
What if my vehicle is totaled?
If the repair cost exceeds a certain percentage of the vehicle's value (usually 70 to 80%, depending on your state), the insurer will declare it a total loss. They'll pay you the actual cash value of the vehicle minus your deductible. You'll need to sign over the title, and the insurer takes possession of the vehicle.